Tag Archives: Halfords Autocentres

When is a fixed price not a fixed price?

The ASA upheld a complaint about a recent Toyota advert which claimed that its fixed price car servicing offer meant what it said, whereas some garages were more likely to add extras to theirs.

We knew what Toyota meant and I definitely sympathise with their sales tactic. The problem is that we are talking about an unregulated garage industry with quality workmanship and occasionally ethical problems so nothing is as straightforward as it seems…

For example, in this industry there is no agreed definition of car servicing types or tasks and there is no requirement that the staff carrying out these services should be qualified. Yes, we are told that garages subscribing to The Good Garage Scheme follow an industry standard service but their checklist isn’t the same as the one supplied by Halfords Autocentres or Toyota’s, for example.

So how is a foxy lady going to compare long lists using different jargon before she knows which one is best value for her and her car? She probably won’t; this is a such minefield for motorists.

For example, here are some variations on a type of servicing called an ‘interim service.’
* Buy one from a Good Garage Scheme (GGS) subscriber and it includes 28 items/checks.
* Buy one from Toyota (it’s called an intermediate service) and it includes 30 items/checks which don’t seem to be the same as the GGS…
* Buy one from Halfords Autocentres and it includes 35 items/checks…

And so on… with similar discrepancies when it comes to servicing options such as ‘oil servicing’ ‘full servicing’ and ‘major servicing’…

One thing is for certain – no FOXY Lady has the time to compare and contrast different servicing lists that contain items/checks she isn’t used to and may not understand.

Car servicing differences…

But there are other important differences too, for example…

1 Toyota’s servicing prices (from £99) include manufacturer qualified staff (mostly to Automotive Technician Accreditation ATA standards which means they have demonstrated that they can repair all makes) and car collection/delivery service in addition to dealership standards in terms of waiting areas and washrooms.

2 Halfords Autocentres servicing prices (from £119) are also carried out by ATA accredited staff with the Halfords brand to live up to; but they don’t collect or deliver your car.

3 Good Garage Scheme members are all individual garages who can set their own prices, which may or may not be fixed and who may or may not follow the industry standard service schedule supplied by the scheme owner Forte Lubricants. More importantly, Good Garage Scheme members don’t need to demonstrate any minimum quality standards to join the network – all they have to do is promise to use their so called industry standard checklist and sell Forte Lubricant products to order.

And then there’s the question of the best (not just cheapest) car parts…

NB: Some garages/dealerships discount the cost of an MOT that is done at the same time as a car servicing and others don’t. FOXY advice – always ask for and expect a discount when buying car servicing and an MOT together.

Garage brokers…

And if this isn’t complicated enough you then have schemes run by third party garage brokers like NSN, servicingstop.co.uk and service4service.co.uk where the motorist deals direct with these brokers but doesn’t know which garage will be servicing their car or what their credentials are. Needless to say (but this is a significant factor) if a garage is paying a broker commission and is expected to perform to keen car servicing prices as well, this suggests that the garage will be looking to shave its costs to turn a small profit at the end of the day.

But back to the title of this blog…

Q: When is a fixed price (car servicing) not a fixed price?

FOXY answer: When the work reveals a problem that could not have been predicted. Which is fair enough providing the customer is told or shown the problem and given a quotation for the new work.

Fortunately this exercise has taught us a few important lessons…

1 Car servicing is a very competitive arena with franchised dealers, independent garages and fastfits jostling for position. So shop around for price AND measurable evidence of quality.

2 Dealerships aren’t always the most expensive car servicing solution but at least their work is carried out by manufacturer approved/trained staff and will normally include a car collection service.

3 The same old quality concerns arise because this is an industry that isn’t regulated.

What other industries treat a ‘straightforward, swift complaints procedure’ as a selling point?

And what is the point in any quality garage initiative if it’s a voluntary standard that only the good guys belong to and the rest don’t have to join?

Finally, if I struggle to get my head around all this (and garage quality is supposed to be my specialist subject) how will Joanna Public fare, thinking that all garages and car servicing options are the same?

No wonder so few women enjoy their garage visits… This is all far too confusing.

FOXY

Women drivers face increased bills if annual MOTs scrapped

FOXY Lady Drivers Club supports today’s research findings that the cost to the UK of scrapping the annual MOT could be as much as £1.5 billion.

Government claims that reducing MOT frequency will also reduce the financial burden on motorists are challenged today in a report which shows the opposite – that proposals to scrap annual testing will hit both motorists and the UK economy hard.

The report by Pro-MOTe is titled “A cost too far” and includes research that the average female motorist would be more than £57 worse off under a less frequent MOT system than she is today.

It also shows that the overall cost to the UK in increased costs of road deaths, injuries and damage, as well as 40,000 lost jobs and reduced tax revenues, will be some £1.44bn.

The research compares costs of the existing 3-1-1 MOT system (where cars over three years are tested every year) with the 4-2-2 system more commonly used elsewhere in Europe (where cars over four years old are tested every two years).  It estimates that under 4-2-2, the average motorist would incur annual SAVINGS of £24.44 a year made up of:
– £20 a year in saved MOT fees
– £3.30 a year in saved personal time
– £1.14 a year in saved fuel costs as a result of fewer visits to a MOT station

But the average motorist would incur annual INCREASES of £81.81 under 4-2-2 from:
– £30.59 in additional repair costs
– £46.05 in additional insurance premiums
– £5.17 in additional fuel costs of £5.17

The research was carried out using data from the DfT and the Treasury, and motor industry sources.  Pro-MOTe is supported by the RAC, AA, road safety campaigners, industry groups and insurance companies to campaign against plans to reduce MOT frequency.

Commenting on the report, Pro-MOTe co-ordinator, Bill Duffy, said:

“This research shows that scrapping annual MOT testing would not only be dangerous but prove very expensive too, to both drivers and taxpayers alike. The Government has suggested that reducing the number of safety tests would reduce the financial burden on motorists.  Yet the truth is exactly the opposite.  Moving to two-yearly tests would mean extra repair costs, extra insurance premiums and extra fuel costs for already hard-pressed motorists. And the cost to the UK economy in lost jobs and higher costs arising from the additional accidents that we would see due to less frequent testing would be significant.”

Hear hear Bill. This is a poorly considered proposition and it’s time it was scrapped. This is also costing road safety, consumer organisations like ours and directly affected motor industry businesses a lot of unnecessary time and money attempting to do this research for our Government.

An interesting and possibly previously ignored dimension here seems to be that insurance companies plan to respond to the scenario of an increased number of unroadworthy cars by raising premiums for us all.   Then motorists would surely hold the Government responsible for another rise in the cost of motoring…

So it’s time to shut the UK’s back door to this proposal now. Heaven knows we all have more productive things to be getting on to benefit not threaten the UK economy and its motor industry.

FOXY

For further information go to the Pro-MOTe website or contact Ed Owen at EdO@pro-mote.org.uk or on 07774 759653. Pro-MOTe was launched in October 2011 to press the Government to drop plans to reduce the frequency of MOT testing. The launch report “Dangerous, expensive and unwanted” is available at http://www.pro-mote.org.uk/assets/download/PRO-MOTE_launch_report.pdf

Supporters of the Pro-MOTe campaign include AA, Andrew Page, Association of Professional Ambulance Personnel, Autoglass, Aviva, Brake, British Cycling, Confused.com, Driver’s Edge UK, Euro Car Parts, FOXY Lady Drivers Club, Garage Equipment Association, GEM Motoring Assist, Halfords Autocentres, Independent Automotive Aftermarket Federation, Kwik Fit, MOTEST, MOT Trade Forum, MOT Club, National Tyre Distributors Association, Parts Alliance, RAC, The Retail Motor Industry Federation, Road Safety Analysis, Road Safety GB, The Scottish Motor Trade Association, Tyre Industry Federation, UNITE.

Dear Justine…

Dear Justine Greening…

We know you have a lot on your plate and you probably didn’t expect to get the transport job in such a hurry but, on behalf of  motoring mums and daughters across the UK, can you please reassure us VERY SOON that the UK will be maintaining its MOT status quo in favour of safer roads in future.

This means saying NO to the EU; opting for the UK’s 3-1-1 MOT model and not the EU’s 4-2-2 version in the face of previous government figures showing that this will cost us lives and ‘000s of jobs.

Just to remind us all, this is what the MOT industry experts are saying to encourage motorists and motor industry colleagues alike to sign the Pro-MOTe petition

Edmund King, AA President
“All too often you spot cars driving with a headlight, tail light or brake light out. The only time many of these drivers do anything about it is when the car goes for an MOT test or if traffic police pull them over. The Government’s idea to extend the MOT test intervals may be portrayed as an olive branch to drivers by reducing the burden on them, but the AA and three-fifths of our members believe it is a false saving which could lead to more expensive repairs later, and that’s before the safety argument. The Government should state that they will not change the frequency of MOTs.”

Jonathan Fox, of the Association of Professional Ambulance Personnel
“At a time when we have the lowest rate of road deaths in any equivalent developed country, conversely our MOT failure rate has increased by 12% over the last five years. Moving away from our current annual examination to an MOT every two years is misguided and this can only result in even more defective vehicles on our roads than at present. The only conclusion that can be extracted from these poorly thought out proposals is that we see an increase of injuries and deaths on our roads at a time when they have never been safer.”

Nigel Bartram, Senior Motor Underwriting Manager at Aviva
“We believe MOT timings should remain unchanged. The MOT is the only time some vehicles receive any safety checks and maintenance – this applies particularly to older cars which are often driven by younger drivers – and to reduce the frequency of this check could cost lives.”

Julie Townsend, Deputy Chief Executive at Brake, the road safety charity
“As a charity supporting families whose lives are devastated by road death and injury, we are aghast that the Government is proposing such an appalling backwards step. We should be doing everything we can to stop people being killed and injured on roads, to prevent families suffering so terribly, and to reduce the economic burden of these casualties. That means having a robust system to ensure vehicles are roadworthy. Downgrading the system so MOTs are only required every two years is a nonsensical and inhumane policy that would mean many more needless tragedies.”

Martin Gibbs, Policy and Legal Affairs Director, British Cycling
“We would be concerned at any changes to the MOT system that is likely to increase the number of unsafe vehicles on the road. Cyclists, perhaps more than any other road users, rely on the Government to create a safe environment on the road and the MOT system is a key part of that.”

Gareth Kloet, Head of Car Insurance at Confused.com
“Driving is one of the most dangerous things people do on a daily basis. It’s vital that all drivers are doing regular maintenance checks of their vehicle to ensure our roads are kept as safe as possible. Currently, more than a third of the vehicles presented for their first MOT fail the test. Confused.com is passionate about road safety as shockingly, five people are killed and a further 65 are seriously injured on UK roads every day. For us, a yearly MOT is a must. Many may argue that cars are more reliable now than when the test was first introduced in 1960 and as a result, yearly checks are not needed but why take the risk? No amount of car safety or reliability features will make the roads 100% safe and the importance of regular car checks should not be underestimated.”

Sukhpal Singh Ahluwalia, Chairman & Managing Director, Euro Car Parts Ltd
“If this crazy proposal is adopted, many millions of motorists will abandon preventative maintenance and drive for up to 2 years with dangerous tyres, brakes, lights etc. The cost to the nation in death, injury, car accidents, breakdowns and increased emissions will be truly massive … all for a measly £15 to £20 annual ‘saving’ per car.”

Steph Savill, Founder of FOXY Lady Drivers Club
“Many women rely on the garage industry alone to keep their cars safe. Not just the ones we own but also the vehicles that other motorists drive. We know from experience that many motorists (male and female) are scrimping on car servicing to save money today so an annual MOT might be the only time a garage professional can spot a potentially dangerous car. On behalf of all motoring mums and daughters we want to be reassured that our cars will be MORE, not less, SAFE on UK roads in future. We are supporting PROMOTE and the UK 3-1-1 MOT model because the 4-2-2 EU MOT version could cost us lives and motor industry jobs.”

Dave Garrett, Chief executive, Garage Equipment Association
“The GEA has an interest in retaining the integrity, quality and consistency of the MOT. Although motor vehicle technology has improved over the years, MOT failure rates remain high, with many vehicles failing their first test because of inefficient brakes and worn tyres. Therefore in order to meet the European object of reducing road deaths by 50% by 2020, the MOT frequency for cars must remain the same at 3-1-1. It may also be advisable to reduce the MOT frequency for Vans to 1-1-1, as many so called “white vans” have covered over 250,000 miles before their first MOT.”

Bill Duffy, Chief Executive of Halfords Autocentres
“Halfords is a friend of the Motorist and we want to help them reduce costs and to travel as safely as possible. We believe that extending the MOT frequency would be bad news for drivers and bad news for road safety and the environment. We know, from the tests at our own garages, that without an annual safety check up millions more cars would be driving in an unroadworthy condition. We also see the financial consequences for drivers who don’t get repair work fixed in a timely manner. It always leads to higher bills later and that isn’t what we want for our customers. There’s no doubt that the MOT test is an affordable and basic component of road safety, protecting road users and pedestrians. It saves lives, keeps people safe and it saves motorists money. We welcome a review of the MOT system to make improvements to help the motorist. But reducing MOT test frequency is a bad move for motorists and society as a whole.”

Brian Spratt, Chief Executive, Independent Automotive Aftermarket Federation
“The Independent Automotive Aftermarket Federation (IAAF), representing manufacturers, importers and wholesale distributors of vehicle components, and independent garages, service centres and MOT stations, welcomes the PRO-MOTE campaign to reject government proposals to reduce the frequency of MOT testing. The IAAF is certain that these proposals will have a serious adverse effect on road safety, the environment, and employment in the independent motor trade, and we can see no merit in the proposals. The IAAF is committed to ensure the effectiveness of the MOT system and its benefit to road users, and will continue to lobby the appropriate authorities and work with other organisations to achieve that end.”

David White, Customer Services Director at Kwik Fit
“A reduction in MOT testing is going to hit many businesses hard, particularly local small and medium-sized companies. The industry as a whole takes on about 10,000 new apprentices every year and it seems inevitable that this will be significantly scaled back if MOT frequency is reduced.”

John Ashton, Director of the MOT Club
“If 4-2-2 is adopted who will check the one million vehicles that hit the market after a three year lease contract, many of which have extremely high mileage?”

Jim Punter Chairman of the MOT Trade Forum
“On average, every day, MOT Testers inspect over 72,000 vehicles to make sure they are safe to drive on the road, and are fully roadworthy. Of these, over 2,200 vehicles are found to have defects, which, Testers consider, render them dangerous to drive. These vehicles are either repaired or scrapped by motorists which ensures that significant numbers of deaths and serious injuries on our roads are avoided every day. Any action on the Government’s part to reduce MOT Test frequency would leave these vehicles uninspected and still in use on the roads despite their dangerous condition. I would urge the Government to seriously re-consider, and abandon this dangerous, unwanted, expensive and irresponsible policy.”

Richard Edy, Director, National Tyre Distribution Association
“The NTDA is proud to support the PRO-MOTE campaign to maintain the current frequency of MOTs. Tyres are safety critical items which constantly wear. It is imperative that they are regularly inspected and properly maintained. Many motorists rely on their annual MOT for the inspection of their tyres, any extension or lengthening of the MOT frequency is likely to have a major impact on road safety and contribute to increased deaths and major injuries on our roads.”

David Bizley, Technical Director, RAC
“The current MOT testing regime has stood the UK in good stead and ensures that there are relatively few accidents directly attributable to unroadworthy vehicles. RAC therefore supports the retention of the current arrangements and is an enthusiastic supporter of PRO-MOTE.”

Richard Owen, Finance & Operations Director of Road safety Analysis
“In our work with the road safety profession we regularly carry out detailed analysis of collision records. It is clear through the statistics that vehicle defects cause a tiny percentage of all crashes with fewer than 2,000 crashes in 2010 attributed to defective vehicles. With less frequent vehicle checks we would undoubtedly see large increases in these types of collisions.”

James Gibson, spokesperson for Road Safety GB
“Road Safety GB is keen to support the PRO-MOTE campaign – the evidence shows that changing the testing regime will reduce safety on our roads. The MOT test has been in place for over forty years, we all know that vehicles have become more reliable in this time but many components still require regular safety checks. An annual check for vehicles over three years old isn’t excessive, especially when we think of drivers who fail to carry out even basic safety checks like checking tyres or lights from one MOT to the next!”

John Ball, RMI MOT Chairman
“Our members’ garages constantly see the worsening state of cars and vans as motorists are cutting back on maintenance. Three-year-old vehicles at first test are also a concern, despite their improved design, with high failure rates on safety critical items like tyres, brakes and lights. What’s more, reducing MOT frequency will add to the financial burden on motorists and undermine thousands of small and medium-sized businesses putting at risk thousands of jobs, including many apprenticeships.”

Douglas Robertson, Chief executive, Scottish Motor Trade Association
“At the SMTA Annual Dinner in November 2010, Scotland’s First Minister, the Rt Hon Alex Salmond MSP, publicly supported the SMTA’s opposition to any reduction in the frequency of MOT Testing that may be proposed by the UK government. In welcoming this support the SMTA acknowledged that much work to garner all party support within Scotland and the United Kingdom was still required and that would take place once the UK government’s review proposals were formally made public. Rather than opposing a reduction in testing frequency, the SMTA will be proposing an increase in frequency following confirmation by VOSA that failure rates have increased since the last UK Government Report on MOT Testing in 2008. The SMTA with over 800 members is the leading trade association for the retail motor industry in Scotland.”

David Seward, Chairman, Tyre Industry Federation
“25% of MOT test failures are for tyre-related causes. Putting two years between MOT tests will greatly increase the number of vehicles being driven on unsafe and illegal tyres.”
______________________

Granted the UK MOT industry can do a better job in future but that’s what we should all be concentrating on – making our garage industry a better place for motorists by highlighting all evidence of measurable quality and outing the bad apples that continue to let the good garages down. And not having to spend all our time attempting to fend off a crazy EU proposal that should have been dismissed as such ages ago.

We are sure you understand and appreciate our concerns Justine…

FOXY

Goodbye to garage gobbledygook

‘Almost half of us have stumped up payment for a garage bill without understanding what we have been charged for.’ says Neil Lyndon in The Sunday Telegraph

Good for Halfords Autocentres then for tackling the subject of incomprehensible garage jargon and getting a Plain English approved stamp for their plain but ever so boring Garage Speak guide.

I find it interesting that the subject of baffling jargon in the motor industry usually means the female motorist is expected to learn garage speak to communicate with her local garage… rather than the garage learn to communicate with her in simpler terms.

Does that sound reasonable to you?

Bit perhaps it’s easier to teach all women to shop in this industry than teach some mechanics how to communicate with women effectively ;-).

Of course we know that as many men are as baffled by mechanical jargon as women; the only difference is that most women are honest and say ‘we don’t know’ whereas few men would admit they didn’t know for fear of losing face.

But girls – this is a yawningly boring subject and document to read… which sadly means it won’t get read by many women – although it might do if it made more of why all this matters.

And the reason all this matters is because the garage industry isn’t regulated, complaints abound and some unlicensed garages and unqualified mechanics continue to fleece us all for repairing cars, often badly. This is why motorists need help; to understand their choices when they go shopping for MOT’s, servicing and repairs in such a quality minefield.

And this is why FOXY’s totally independent Good Garage Guide advice to women drivers is to choose one that has clearly invested in being better than the rest. We say look out for ATA (Automotive Technician Accreditation) or OFT (Office of Fair Trading) logos and then compare prices and what they include (another minefield but more about this in another blog…).

In a nutshell, we help women understand their shopping choices when it comes to garage and customer service levels. Some garages offer a lot more than others which can make the garage experience MUCH more enjoyable.

For example, knowing that women tend to trust women more in such a man’s world, if you’d like a female to explain your car’s working to you, why not check out which of FOXY Choice’s female friendly garage subscribers have a Female Business Ambassador for you to talk to. She will talk to you in language you’ll understand and if she doesn’t know the answer she’ll know someone to ask and then interpret the answer for you…with a smile.

Doesn’t that sound more appealing than having to learn a new Garage Speak language?

Especially knowing that women feel sufficiently ill at ease in garages to postpone their visits in favour of the very long list of places they’d prefer to visit instead…

More FOXY Choice approved female friendly garages = more female business in FOXY Choice’s book. Not too hard for you to spot the commercial link here is it chaps?

And well done Halfords Autocentres for trying to make communications easier for us, for starters!

FOXY

Female feedback about Halfords Autocentre garages

Halfords is to takeover Nationwide Autocentres. They are a chain of British garages not to be confused with the Building Society (which many people did apparently).

Yet there has been very little in the trade press about this business move and, come to think about it, very little from Nationwide Autocentres’ about their business under normal circumstances, other than when they are pitching for industry awards of course…

Shouldn’t the garage and dealership industry want to know more about Halfords’ plans so they can compete with them more effectively? They are a national chain and many individual garages could be affected by their strategy. I posted a question about this very subject on a leading trade forum a week ago and nobody has responded yet.

It would be different if Halfords sold cars of course… aftersales and garage services are rarely top of the motor industry’s agenda despite a £9bn car servicing market.

Can’t help thinking of rabbits in headlights, frogs in hot water and ostriches practising familiar ‘head in sand’ antics…

Independent garages should be interested of course because Halfords seems to be offering several female friendly garage services that they are not. Like opening on Sundays and providing low cost fitting of bulbs and wipers so women drivers don’t get their hands dirty and/or have to pay over the odds for these routine but often tricky jobs. I speak as a convert here, having had an exploding windscreen wiper on a snowy Sunday motoring journey in Yorkshire recently when Halfords came to my rescue…

They should also be interested because Halfords admits to targeting the female purse and employing female mechanics, who are unlikely to be ATA qualified to begin with I’d imagine…

They should then be interested because Nationwide Autocentres do not, as yet, offer local car collection and/or courtesy car services so those independents that do, have a sales advantage that could work well if employed NOW.

And finally they should be interested because Halfords is planning to invest in posh reception facilities which [most??] old Nationwide Autocentre locations do not have now…so once again, female friendly independent garages with smart waiting areas, near shops and with car collection services and courtesy cars could steal a lead here if they got their act together NOW.

But the two main reasons why so many independent garages could lose out is because they are so complacent about their local female motorist business AND because few independent garages are genuinely computer literate and are failing to meet the demand for relevant information before women drivers choose who to give their business to.

Nationwide Autocentres are not unique in offering online bookings for MOTs and car servicing of course but they did take many years to introduce their system so it should be fairly robust. And whilst many female friendly FOXY Choice garages do offer online bookings, a significant percentage of small garages still don’t realise that a website is how women tell if they can trust them. Too many still can’t handle emails professionally, expecting customers to phone them and thinking they’ll have the same customers next year…

I wish them luck of course but they do not have a winning card to play in their hand…

From FOXY Choice’s female friendly point of view and on behalf of all women drivers too, we see most competition as good and healthy providing new garage initiatives raise standards for all and are not just attention grabbing headlines without genuinely sustainable quality substance.

I firmly believe that the garage industry must do more to raise awareness of quality standards so that male and female motorists alike understand how to stay safer on our roads by cherry picking businesses that clearly want to be better than others. They can demonstrate this by signing up to FOXY’s independent female friendly business Promise, by investing in regular technician training, by having the latest diagnostic equipment and by collecting informed and unbiased feedback about good garages, not just lacklustre testimonials that are often written to order…

FOXY

“Find the good. It’s all around you. Find it, showcase it and you’ll start believing in it.”

Jesse Owens, Gold medal Olympian, 1913-1980